Director, Marketing Operations & Technology - Houston, TX

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Job description

Position Summary:
The Director, Marketing Operations and Technology plays a pivotal role in Empower Pharmacy's mission to enhance customer experiences through the strategic use of technology. This leadership position is responsible for developing and executing a comprehensive strategy for the company's Customer Experience (CX) technology stack, which includes key platforms such as Salesforce Marketing Cloud, Data Cloud, and Power Business Intelligence (BI). By ensuring seamless integration across these technologies, the Director ensures that our marketing efforts are not only innovative but also aligned with Empower's values of people, service, quality, and innovation.

In this role, the Director leads large-scale technology projects that drive both customer engagement and operational efficiency. From overseeing the alignment of strategic initiatives to managing project timelines and resources, this position ensures that marketing technology efforts support the overall goals of the organization. The Director collaborates cross-functionally with teams across the company to streamline processes, improve communication, and monitor performance metrics, all while driving continuous improvement through data driven insights.

The Director also plays a key role in managing Empower's digital presence, including (url removed), and in spearheading future eCommerce initiatives. As a Salesforce subject matter expert, this individual drives optimization initiatives and ensures that the company leverages technology to enhance customer interactions. With a focus on innovation, the Director fosters a culture of creativity and collaboration within the marketing operations team while also leading vendor management efforts.

Empower invites visionary leaders to apply for this exciting role, where you will have the opportunity to make a lasting impact by driving technological solutions that enhance both customer experiences and business performance. Join us in fulfilling our mission of producing innovative medications that help people live healthier, happier lives, while expanding access to affordable, high-quality healthcare.

Duties and Responsibilities:
Develops and executes strategy for CX technology stack, including Salesforce Marketing Cloud, Data Cloud, Sales Cloud, Service Cloud, Power BI, WordPress, ZoomInfo, Google Analytics 4 (GA4), and other integrated first-party and third-party systems.

Aligns strategic initiatives by overseeing project roadmaps, prioritizing features, and ensuring alignment with organizational goals.

Leads large-scale projects, managing implementation to meet business objectives and timelines.

Collaborates cross-functionally to integrate customer experience technologies and optimize operational processes.

Establishes reporting cadence and communication channels to ensure project alignment, status updates, and launch coordination.

Acts as Salesforce expert, driving adoption and optimization initiatives across the organization.

Manages website and eCommerce development, overseeing (url removed) and future self-service experiences.

Leads analytics strategy using GA4, Salesforce, and Power BI, managing data insights and reporting through Salesforce Coordinator.

Directs project coordination, ensuring successful management of timelines, resources, and deliverables.

Drives vendor management and innovation, leveraging internal and external resources for impactful technology solutions.

Monitors performance of marketing tech initiatives, using analytics and feedback to drive continuous improvement.

Leads team collaboration, fostering creativity and resourcefulness within the marketing operations and technology team.

Encourages employee development, promoting professional growth, knowledge sharing, and providing regular feedback.

Partners on resource allocation, aligning and adjusting resources with department leadership to meet project demands.

Performs additional duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge and Skills:
Proven expertise in developing and executing comprehensive, enterprise-level technology strategies across departments.

Demonstrated success in leading large-scale customer experience management transformations and driving organization-wide adoption.

Strong understanding of CX technology platforms, with proficiency in Salesforce technologies.

Strategic thinker with a track record of leveraging technology to drive business growth and efficiency.

Knowledge of data analytics and reporting tools to evaluate performance and drive continuous improvement.

Key Competencies

Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.

Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.

Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.

Resourcefulness: Secures and deploys resources effectively and efficiently.

Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.

Ensures Accountability: Holds self and others accountable to meet commitments and objectives.

Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.

Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Experience and Qualifications:
Bachelor's degree in marketing, Business Administration, Information Technology, or a related field.

Minimum of 8 years of experience in marketing operations, technology management, or related roles.

Experience managing teams and fostering a culture of innovation and collaboration.

Experience in a fast paced, highly transactional business is a plus.

Experience integrating multiple data sources to enhance customer understanding is a plus.

Experience with Data Cloud, Marketing Cloud Engagement, and Personalization highly preferred.

Experience with advanced segmentation and offer alignment in a highly transactional business is a plus.

Benefits:
No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.

Onsite Health & Wellness - IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.

Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.

Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.

Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.

Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.

Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.

FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).

401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.

Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.

Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.

Rewards & Recognition Program: Your hard work doesn't go unnoticed - enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.

Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.

Critical Illness: Protect your finances from the expenses of a serious health issue.

Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.

Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.

Legal Services: Access professional legal assistance to address concerns confidently.

Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
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